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Internal and External Comments in Jira SM Data center

I would need some information about Internal and External comments feature of Jira Service Management:

In our environment 1 team is responsible to manage all the Service Requests. 

From customer portal customer can raise a SR and assign to a team who is managing SR, If SR team require to involve multiple teams (Application and Database) through automation 2 related tasks will be open in Jira.

If DB team member wants to communicate with customer and teams, DB team member  add comments and click on share with customer link "Comments will be share b/w other 2 teams and customer"

My question is:

How to display or show DB team username when customer and 2 teams receive a message?

Same use case apply when App team wants to communicate with 2 teams and customer.

Any suggestion how to fulfill this requirement?



1 answer

1 vote

@Waqar Mustafa -

Welcome to the community.  It is not clear on what you mean by "2 related tasks will be open in Jira."  Are you stating that the related tasks are created in the same JSM project or other projects?

Are those teams added as "Requested Participants" in the original issue that customer raised?

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Hi Jospeh,

Yes, all teams are in different project.

Application team has its own container, DB team has its own container and one team service owner of Jira instance has its own containers.

Three containers and configured security on each container means service owner team can view DB and Application containers. but DB team can't view application and application team can't view DB team container.



@Waqar Mustafa -

So "own container", you means that App team and DB team have their own JSM project?  Furthermore, when your App team/DB team add "Share with Customer" message in their issues (created by automation via the SR project), that you want those messages trigger posting to your customer (SR issue originally created) and that teams acknowledged the SR issue?

I am not clear on what exactly that you are asking? - ""How to display or show DB team username when customer and 2 teams receive a message?"  + Team want to communicate to customer (SR issue customer?) + other Team?

By default - Reporter of the issues created in the Team JSM project is the customer, access to the teams JSM projects can be different.

Please advise.

Best, Joseph

Screen Shot 2021-11-22 at 9.29.24 AM.png

This is the requirement, hope you understand

@Waqar Mustafa -

Thanks for the diagram to clarify your ask.  At a high level, you can try to create automation to copy the comment (shared with customer added by the team in App or DB JSM project) and add it as a shared with customer comment in the original "SR" issue in ABC SR JSM project.

However, the individual (one who added the comment in App or DB team's JSM project) will need to added as the Requested Participants in the Original SR issue prior to the copy comments step in your automation, so the individual name will be displayed in the SR issue.  One thing you have to make sure is that users in App or DB team's JSM project must have access/appropriate rights in the SR JSM project.

Above is an idea for you to try.  Hope this helps.

Best, Joseph

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